Product Support Manager, Gemini Consumer Support
Description For Product Support Manager, Gemini Consumer Support
Google's gTech Users and Products (gUP) team is seeking a Product Support Manager for their Gemini Consumer Support team. This role is crucial in supporting Gemini app and web users, focusing on operational launch and post-launch needs. The position involves guiding users through key journeys, establishing consumer and technical support strategies, and optimizing channel mix for scale.
The role offers a competitive base salary range of $85,500-$125,000, plus bonus, equity, and comprehensive benefits. As a Product Support Manager, you'll work directly with Product Managers, Engineers, and various cross-functional teams to ensure product market fit, advance scaled support strategy, and explore cross-product innovation for seamless user experience.
Key responsibilities include designing consumer support strategies, leading strategic programs for user voice integration, driving operational improvements, and partnering with cross-functional groups for global product launches. The ideal candidate should have at least 2 years of experience in project management or customer-facing roles, with strong skills in data analysis and process optimization.
Working at Google's Boulder location, you'll be part of gTech's mission to help bring Google's innovative products to life. The team acts as trusted advisors supporting customers globally, with solutions rooted in technical skill, product expertise, and deep understanding of customer needs.
This role offers an excellent opportunity to impact Google's product ecosystem directly, working with cutting-edge technology like the Gemini AI platform. The position requires a bachelor's degree or equivalent experience, and offers significant growth potential within Google's dynamic environment.
The role combines strategic thinking with hands-on problem-solving, requiring someone who can balance short and long-term investments while representing user needs effectively. You'll be instrumental in shaping product strategy through user insights and collaborating across teams to create cohesive, user-friendly solutions.
Responsibilities For Product Support Manager, Gemini Consumer Support
- Design and drive consumer support strategy, identify processes and systems to scale solutions, and be a trusted advisor to product teams to improve the user experience
- Lead strategic programs around integration of user voice across cross-functional teams, and integration of insights throughout the product development lifecycle
- Identify and drive recommendations for operational improvements, including scaling and optimizing support within the product area, leading cross-functional teams to execute against recommended plans
- Design and lead support initiatives to complement the product roadmap, balancing short-and long-term investments, and represent the user by providing compelling insights, and identify product losses and opportunities to improve product market fit
- Partner across different cross-functional groups to support product launches globally, develop scaled support strategy, and create a cohesive offering
Requirements For Product Support Manager, Gemini Consumer Support
- Bachelor's degree or equivalent practical experience
- 2 years of experience in a project management or a customer-facing role
- Experience troubleshooting, including re-engineering processes, innovating service models
- Experience with data analysis and in translating data and trends into powerful insights
- Excellent project management skills
Benefits For Product Support Manager, Gemini Consumer Support
- Bonus
- Equity
- Medical Insurance
- Benefits package offered but details not specified
